Job for Debt Review Team Leader South Africa Jan 2024

Debt Review Team Leader Vacancy in Cape Town, Southern Suburbs 2024

Key performance areas
Revenue and efficiency

Responsible for ensuring that the debt review area is delivering according to the business plan and targets within budget
Introduce and maintain productivity measurements within the debt review area to measure and report on performance
Ensure that the team and the agents’ key performance targets are met in line with business requirements
Ensure that the debt review area runs in accordance with relevant legislation
Ensure team and agents’ quality standards are met and that a high standard of quality is achieved and maintained
Set and maintain production standards and targets in line with departmental requirements
Meet team efficiency targets as per KPA requirements for department

People management

Identify training needs and ensure adequate training and on-going coaching and development of staff takes place
Foster an environment that encourages and rewards innovation and challenges current methodologies with a view to improving operational efficiencies across the business
Keep informed regarding pending changes in the debt recovery industry, legislation, trends, and best practices and assess the potential impact of these changes on organisational processes
Manage, track and improve team’s absenteeism in line with required targets and company processes ensuring that consistency is applied
Manage staff attrition levels and promote staff engagement by ensuring adequate measures are in place to improve culture in the department
Conduct regular performance reviews in line with department and Company policies and procedures
Identify and manage behaviour in line with prescribed legislation and Company policies and procedures
Assist in the recruitment process by conducting interviews with short-listed candidates

Customer service

Attend to all escalated matters from agents or customers, ensuring customer satisfaction is maintained
Promote excellent customer service orientation within team of agents and across the wider business
Improve customer experience and service delivery statistics

Motivation

Initiate and participate in motivational team and departmental activities
Ensure all motivational activities are planned and implemented in line with the motivational plan to ensure buy-in from agents
Complete motivational tasks within the required timeframes

Quality control

Administration and reporting

Capture required data in order to ensure all systems are up-to-date and accurate
Provide daily, weekly and monthly reports in line with departmental requirements
Prepare monthly and quarterly presentations to the management team, providing operational feedback and reporting
Ensure all documents are completed, signed and approved within the required timeframes

Projects/other

Participate in any projects as per the individual agreed KPA document for operational area
Represent the company at disciplinary enquiries and act as witness at CCMA when required
Process all reckless lending disputes, gather information and make recommendations to management

Qualifications and accreditations

Experience and skills

Two to three years of experience in a legal collections environment
One to two years of experience in a supervisor/management role in debt review
Quality management, labour relations and performance management exposure is recommended
Computer literate

Attributes and behaviours